SUMMARY

I have gone from screaming rage to smug and calm in 24 hours. And I am glowing from what feels like a moral victory. But actually, what I have achieved is simply fairness. My adversary has not so much submitted, as seen a situation through a different lens, and shown some humility. My prize? An apology and £57.67 back. That’s all.
The trophy though has been extricated from the UK’s largest utility company (not that I should name names), a £28 billion+ UK based company no less.
This is no silver bullet for taking on the big guys, the Goliaths of this world. But there is a lesson or two to consider, to improve your chances, that we teach on our negotiation skills courses.